問49
頻出度★★★
ある会社ではサービスデスクのサービス向上のために, チャットボットを導入することにした。チャットボットに関する記述として, 最も適切なものはどれか。
令和2年度 ITパスポート試験 問49
マネジメント系サービスマネジメント › サービスマネジメントシステム
This question's explanation and your answers so far.
解説
問 49
Incorrectア
'A mechanism that replaces routine data-entry tasks on a PC with a software robot' describes RPA (Robotic Process Automation), not a chatbot. RPA handles the automation of clerical work rather than conversational responses.
Incorrectイ
'A mechanism that listens to the words people speak in conversation and converts them into text in real time' describes transcription by speech recognition (speech-to-text). It merely turns speech into text and does not respond to inquiries, so it differs from the definition of a chatbot.
Incorrectウ
'A mechanism that compiles frequently asked questions and their answers so that users can search them by themselves' describes an FAQ (frequently asked questions). It is a static mechanism that users search proactively, which differs from a chatbot that responds automatically in a conversational form.
- エ
正解 A chatbot is a word combining 'chat' (conversation) and 'bot' (robot = an automated program). It is a mechanism that automatically responds in real time, in a conversational form, to inquiries entered by users via text or voice, using knowledge prepared in advance or AI. When introduced at a service desk, it can provide immediate first-line support 24 hours a day and can handle routine inquiries in place of an operator, thereby improving service. The choice that describes this characteristic exactly is 'エ', which is the correct answer.
ここがポイント
- Chatbot = a mechanism that automatically responds in real time, in a conversational form, to text or voice inquiries. It is used to make a service desk's first-line and 24-hour support more efficient.
- Distinguishing it from similar mechanisms: RPA (automation of routine data-entry work), speech recognition (speech-to-text conversion), and FAQ (a searchable database that collects questions and answers) each serve different roles.
用語